Reservations Manager (Local)

JOB OVERVIEW

Manage the guest reservation's function including but not limited to advanced room reservations and group coordination service to ensure prompt service, productivity, and maximize hotel profitability.

At InterContinental Hotels & Resorts® we want our guests to feel special, cosmopolitan and In the Know which means we need you to:

•  Be charming by being approachable, having confidence and showing respect.

•  Stay in the moment by understanding and anticipating guests’ needs, being attentive and taking ownership of getting things done.

•  Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special

DUTIES AND RESPONSIBILITIES   

Our People

• Manage the daily activities of the reservations staff.  Schedule and assign work. 
• Recommend and/or initiate salary, disciplinary, or other staffing/human resources-related actions in accordance with Company rules and policies.  Alert management of potentially serious issues.
• Ensure all staff is properly trained on systems and service standards and have the tools and equipment needed to effectively carry out their job functions.
• May serve as “manager on duty” as required.
• Perform other duties as assigned including assisting Reservation Agents in their job functions during peak periods.

Financial Returns

• Assist in managing hotel revenue generation and maximization through full utilization of company systems, business processes and specifications.
• Assist in the monitoring of competitors, dynamics of local market, demand generators, and contribute to the hotel pricing and market mix strategy.
• Complete records and reports in regard to room availability and guest room commitments; forecast weekly occupancy and rate.
• Interact with outside contacts:
  • Guests, visitors – to ensure their total satisfaction
  • Other contacts as needed (other hotels, travel and tour representatives, professional organizations, community groups) 

Responsible Business

• Participate in all community relations activities

Guest Experience

• aintain historical records of reservations arrivals, cancellations and denials to assist in formulating future reservations estimates.
• Respond appropriately to guest complaints.      Make appropriate service recovery gestures according to established guidelines in order to ensure total guest satisfaction. 
• Promote teamwork and quality service through daily communication and coordination with other departments.  Monitor group reservation activity daily and communicate status with sales department.  Follow up on tentative sales bookings with respective sales staff to update status.  Communicate fluctuations in room occupancy to operations so that appropriate staffing adjustments and efficiencies are maintained.

ACCOUNTABILITY

This is the top reservations job in a large full-service, luxury, resort, or major flagship hotel with an extensive range of facilities and services.  Typically supervise reservations agents and may oversee subordinate supervisors.  This job does not have accountability for the Revenue Management function.

QUALIFICATIONS AND REQUIREMENTS

High School or equivalent and two years reservations/front office experience including management experience, or an equivalent combination of education and experience.   Bachelor’s degree in Hotel Management, Business Administration, or related field preferred.  Must speak fluent English.  Other languages preferred.

This job requires ability to perform the following:

• Frequently standing up or moving around the facility
• Use a keyboard to operate reservations system, etc.
• Carrying or lifting items weighing up to 10 pounds

Other:

• Communication skills are utilized a significant amount of time when interacting with guests, clients and employees.
• Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions, and training 
• Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently.
• Problem solving, reasoning, motivating, organizational and training abilities are used often. 
• May be required to work nights, weekends, and/or holidays.